National Accommodation Day: From the Floor to Leading a Team at The Metropole Hotel
This year, I celebrated 20 years at The Metropole Hotel in Cork, including 15 years as Accommodation Manager. On National Accommodation Employee Appreciation Day, I am reflecting on that journey and on the people whose work makes every room ready to welcome a guest.
I manage a team of more than 20 employees, looking after 100 hotel rooms and the lobby area. Our work involves cleaning, planning, attention to detail and constant communication with other departments. A guest may never see everything that happens before they arrive, but each part of that preparation matters.
My career began with economics and accountancy in secondary school in Poland, followed by a master’s degree at the University of Economics in Wrocław. That education gave me a foundation in the financial and administrative side of business which would become useful later in my career.
When I started working in Ireland, however, I began as a cleaner. I was promoted to supervisor and later became Accommodation Manager. I believe my attitude, consistency and hard work helped me progress. Along the way, I learned from inspiring leaders and had the opportunity to complete a Trainee Management Programme and two levels of the Aspire programme.
Starting on the floor has shaped the way I manage. I know how long it takes to clean a room properly and how physically demanding the work can be. That experience helps me plan fairly and understand what I am asking of my team.
My working day starts before I even clock in. As I walk through the yard, I check whether the linen delivery has arrived so I can plan the linen porter’s work. Inside, I open the stores, review the previous day’s roster and read the handover notes from reception and the duty managers.
Then I look at what needs immediate attention. There may be early arrivals, requests for baby cots or particular room requirements. I divide the rooms among the accommodation assistants, balancing departures and stayovers according to their hours and other duties. I also plan the linen porter’s tasks and check what needs attention in the public areas.
Our morning briefing gives everyone a clear picture of the day ahead, including special requests and groups arriving. Later, I work on rosters, answer emails, order supplies and attend our daily meeting with the other departments. Throughout the day, I check rooms, respond to lost property queries and deal with whatever else needs attention. On most days, a supervisor works alongside me, helping to check rooms and keep everything running smoothly.
To do this job well, you need to stay calm when plans change. You also need empathy, good organisation and a sharp eye for detail. Working with colleagues and guests means responding quickly while remaining respectful and understanding different points of view.
There is great satisfaction in a day that runs smoothly. I enjoy planning my own work and being able to move between office tasks, organising a storeroom and checking rooms. It is never boring. The harder part is switching off afterwards, because responsibility for a large department can stay on your mind when you go home.
For anyone considering a career in accommodation management, my advice is to gain experience on the floor first. Understanding the work will make you a stronger leader. Keep learning, take the training opportunities available to you and observe the people around you. There is always something to learn about communication, managing time or resolving difficulties.
After 20 years, I still have plenty of energy and no plans to stop. Today is an opportunity to recognise my team and accommodation colleagues across the industry. Their skill, effort and care deserve appreciation. I know the work that goes into every room, and I am proud to work alongside the people who do it.
